We want you to be happy with your order, we are determined to have each and every purchase result in a happy customer. Because everything here at Puzzle On Demand is handmade, there is some potential for human error. Usually, our Quality control department will pick up on this and everything will be sorted before your order is even dispatched, however on the rare case that something does slip through then all you need to do is let us know. Take a look at the details below on how to do that:
A Customer Services representative will then talk you through the returns procedure which can often be eased by providing a digital image of the fault (along with a clear description of the problem) in an email to our customer support team.
Please note we work in accordance with these provisions:
Non-faulty goods - We cannot accept returns of Non-Faulty goods because the products have been personalised or customised specifically for you.
To return faulty goods you need to first contact a member of our Customer Services Team using the contact form. Please send written notice and return the product to Contrado Imaging Ltd (please see the Contact Us page for the address)
We will only acknowledge returned goods if they are sent using Royal Mail 'Signed For' Recorded delivery so you have proof of delivery. You will have to meet the delivery costs of returning the products, although we will refund the postage at our discretion once the item in question is rechecked. If we are at fault then we will reimburse Royal Mail 'Signed For' Recorded delivery postage costs.
It is only when we receive the item in its original state, that Contrado will redo or recommend a remedy for a faulty item.
Please note: if the product is not in an unused condition then we will not be able to offer you a remedy save for faulty workmanship which we may repair.
Where there is a minor fault we may suggest an alternative remedy.
We want you to be happy with your order, and if for any reason you’re not then please do let us know. We value feedback. As all products are personalised to order, these are never re-saleable, which means that there are some things you need to check before you’ve placed your order, as we won’t be able to do anything about them afterwards.
Check Text – If there is text in your design then check the spelling of everything before you submit. We don’t personally check every word that comes through and cannot be held responsible for any spelling errors that are featured in your design.
Check Sizes – Every page has details on the sizing of a product (especially clothing – which comes with a full size-chart) so make sure that you order in the right size. Check body measurements if you need to rather than using the size range as it is more accurate. If you have any questions please contact us, we do everything we can to make sure you have all the information you need to be able to order the right size.
Preview Your Design – You are able to preview your design in the interface on our website, allowing you to see what your finished item(s) will look like. Use this feature, double check everything is as desired and in the right size/shape/position. Again, if you are unsure of anything, please get in touch with our customer service team. Please note that this is only a preview to give you a general idea of how your product will come out and you should always refer to the design interface (see the ruler, bleed area, cutting or stitching lines, etc) to correctly set up your design.
Because of the personalised nature of the products that you order with Puzzle On Demand, we look at each and every order on a case by case basis. We will always do everything within our power to find a solution to remedy the situation, as your satisfaction is so important to us.
If you wish to raise any concern within 14 days of receiving your order, please use our contact form and provide your order number, a short summary along with pictures. Our dedicated team will get back to you on average within 12 working hours. As per EU law, the goods cannot be returned because they were made according to your specifications or were personalised by you. We may, at our discretion, look into other solutions.